Jonathan Cano Email & Phone Number

Sunnyvale, California, Us

Sunnyvale, California, Us

•Provide technical expertise to company end users in multiple sites local and abroad via on-site or remote support.•Coordinate IT requirement gathering and implementation for hardware, instruments, software and infrastructure which are unique to Therapeutics, Pharmacy, Developers, Engineer, Finance, HR, and Sales Teams.•Provide A/V and meeting technology assistance. This also includes Zoom, MS Teams meetings and other 3rd party software.•Assist lab teams with accessibility of internal web sites, network file share directory structure and content of file systems.•Perform new hire setups, including computer build and desk setup.•Maintain the IT ticketing queue. Close tickets within the company service level agreements.•Work with others on the Corporate IT team and provide employees with a central location to get assistance.•Diagnose and use resources to solve complicated system issues.•Focus on specific delegated tasks.•Manage and support cloud-based IT environments, User Groups and Access Permissions in various Enterprise Level Apps through Okta, G-Suite, Atlassian, Jamf, Microsoft O365, Microsoft Intune, Desktop Central(Manage Engine), Box, and various other applications.•Work with centralized client management systems.•Significant knowledge of a broad range of Mac OS X and Windows based applications•Knowledge of networking concepts API configuration and setup•Work alongside different departments to setup and learn Network Appliances (NetApp filer), Unix and Powershell scripting, Virtualization (OpenVZ, VMWare), Amazon Web Service (AWS).•Support users of electronic laboratory notebook (ELN) and laboratory information management systems (LIMS)•Use excellent written and verbal communications skills, as well as being able to explain technical concepts in non-technical terms when necessary.•Manage inventory of software licenses and hardware assets.•Train new hires within the IT department.

San Mateo, California, Us

•Work with Microsoft Windows, and MacOS & Linux.•Install and configure hardware, operating systems, and application software on desktops and laptops running Microsoft Windows and MacOS.•Hardware troubleshooting, part replacement, system upgrades, shipping and receiving, and coordination with employees for equipment pickups.•Respond to end user requests via chat, email, tickets, phone. Quickly identify, research, and resolve issues.•Support users remotely using tools such as Slack, WebEx, Teams, and more.•Keep computer operating systems updated in compliance with Sony InfoSec standards.•Participate and collaborate with peers locally and across Sony to help complete larger projects.•Handle desktop protection utilities and provide immediate response to outbreaks and new security incidents.•Run Active Directory domain user and computer accounts.•Manage inventory of software licenses and hardware assets.•Windows image creation and automated deployments of desktop and laptop operating systems.•Document standard operating procedures, one-off installations, and end user training.•Work off hours for scheduled maintenance, critical update releases, and physical office•Support mobile devices (iPhones, Android Smartphones and tablets) under MDM solution.•Support cloud-based IT environment (O365, GSuite, Box, SAP, Okta …etc.).•Support standard desktop applications (MS Office, Office 365, Anti-virus …etc.).•Support and troubleshoot in a SCCM and JAMF environment.•Use enterprise ticketing systems (Service Now, Remedy, JIRA…etc.)•Active Directory user and Exchange mailbox administration•Troubleshoot Laptops, Desktop, and Network Printers.•Use excellent written and verbal communications skills, as well as being able to explain technical concepts in non-technical terms when necessary.•Analyze test results or error logs.•Comprehend the consequences of situations and take appropriate actions or escalate for timely resolution.

Foster City, Ca, Us

•Responsible for working and tracking cases from beginning through resolution. •Perform installations, adds, moves, and changes for PCs, monitors, printers and related peripherals. •Perform archive restores, manage user and computer accounts in AD, patch management, manage VPN accounts, Aspera requests, password resets, Alloy Software Asset Management, and all other duties as assigned. •Perform software and hardware configuration across diverse platforms. •Setup and support mobile devices including both Android and iPhone. •Support remote users around the world. •Process New Hire requests by updating AD user accounts, email, and other necessary accounts. •Identity and Access Management platform (OKTA). •Partner with IT management and security team to ensure that all systems adhere to security policies and any compliance requirements. •Responsible for maintaining and updating the inventory of all office and remote computers, hardware, software and supplies. •Support on key IT infrastructure projects when needed. •Create and maintain SOPs / “how to” documentations for local knowledge base. •Participate in 24/7 IT coverage for the critical business environment and applications as needed. •Assist in OS deployments using automated scripts and templates in virtual and bare metal environments, (WDS, SCCM and JAMF). •Support and management of Sony PlayStation PS4/PS5 and Microsoft Xbox One/X development kits. •Support Platforms including mobile devices running Apple iOS & Android OS. •Manage and support Active Directory, Microsoft Exchange, and Office 365.

Palo Alto, California, Us

•Support the installation of Mac OSX, iOS, Windows, software and hardware.•Provide technical support for all teachers, students, staff, parents and admins at assigned High School whether on-site or via Zoom remote support.•Managed iOS and Mac OSX devices via JAMF.•Support Zoom, Google Apps, Office 365, Schoology, Identity and Access Management platform (Rapid Identity). Adobe Creative Cloud, and Infinite Campus.•Monitor daily ticket queue and resolve issues in a timely manner. (Solar Winds Web Help Desk for Education ticketing system)•Support Shortel VoIP systems and Aruba Wireless Networks.•Managed Virtualized desktops.•Helped design, support, and upgrade an on-site professional live streaming broadcasting studio.•Coordinate with, staff, vendors, and contractors with all IT related projects.•Supported Print management software (Paper Cut) and Virtualized desktops.•In charge of applying encryption technologies to Mac and PC machines and ensuring security •In Charge of large-scale projects including the imaging and deployment of thousands of computers & mobile devices throughout multiple sites and also Maintain an accurate equipment inventory in the District's central inventory management system•Point of contact for Apple and Microsoft related issues.•When required helped as a floater Technician and I was responsible for being able to support any site set-up if needed

San Mateo, Ca, Us

•Act as a single point of contact for phone calls, emails, IT issues, and inquiries from internal staff•Receiving, logging, and managing calls from internal staff•Daily use of Jira Service Desk, Jira/Confluence, and Perforce.•Maintaining an asset database and track changes•1st and 2nd line support - troubleshooting IT related problems ranging from in-house software to hardware such as mobile phones, laptops, PCs, and printers•Troubleshoot basic network issues•Escalate unresolved calls to the appropriate support team•Take ownership of user problems, and follow up on the status of problems on behalf of the user. Communicate progress in a timely manner•Participate and represent the site in recurring Global Service Desk meetings and conference calls•Maintain a high degree of customer service for all support inquiries and adhere to all service management principles•Provide basic in-house training in MS Office applications used within the association. (Word, Excel, Outlook, PowerPoint)•Provide stats for the weekly Service Desk Report on call trends•Publishing support documentation to assist staff with requests for information and provide staff training if required•Active Directory knowledge. Creating user accounts, reset passwords, etc.•Mobile phone account management•Arrange for external technical support when problems cannot be resolved in-house•Provide A/V technical support and training for all onsite conference rooms

Walldorf, Bw, De

• Telephone, remote and in-person support to clients • Manage Office 365 Exchange Server. (Sapphire Ventures) • Receive and accommodate notebook requests according to Policy and procedures, track notebook and desktop distribution, allocation.• Perform advanced computer machine rebuilds • Tracking and security of fixed assets; asset tagging, random and annual inventory, EMR (equipment master record) updates in database • Troubleshoot complex printer, server and network issues.• Perform Account Representative Role meeting with Line of Business assistants and leaders. Gathers data and works towards resolution • Adhere to standard client’s EUS policies, escalate issues appropriately, and utilize tools provided for issue tracking and change management • Leads multi-location projects, acts as a resource for other regional projects • Install and configure VMware.• Basic troubleshooting and re-imaging of Linux machines.• Image, configure and deploy PCs/Macs in an enterprise environment• Deploy and support handheld devices• Setup A/V conference rooms for meetings.• Help users with Skype for Business, Zoom, and Join me video conferencing services.• Provide Executive level support.• Work with the network team to troubleshoot and solve issues.• Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities• Participate in weekly operational meetings• Participate in assigned IT Projects• Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed• Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the Help Desk to the appropriate IT teams when required

• Repaired computers and network problems.• Asset tag and inventory equipment.• Trouble shoot iOS/Android/ and Windows mobile devices.• Assist with hardware/software purchasing and software renewals• Image, configure and deploy PCs/Macs in an enterprise environment

Hillsborough, Ca, Us

• Diagnose and Repair computers, printers, and software and network problems.• Asset tag and inventory equipment.• Resolve and document all steps in ticketing system (School Dude Ticketing System)• Optimize and upgrade hard drives, motherboards, ram, processors, and video cards for Pc’s and Mac’s.• Managed user accounts and permissions using Active Directory.• Teach faculty, staff and students how to use Google drive/Gmail/ and Calendar.• Test and repair hardware applications.• Software configuration.• Assist with hardware and software purchasing.• Set up wired and wireless Networks.• Trouble shoot iOS/Android/ and Windows mobile devices.• Provide full onsite and phone technical support for faculty, staff and students.• Managed Google G Suite.

• Diagnose and Repair computers, printers, and software and network problems.• Optimize, upgrade hard drives, motherboards, ram, processors, and video cards for Pc’s and Mac’s.• Recommend and customize system builds.• Use volt meters to test hardware.• Test and repair hardware applications.• Software configuration.• Set up wired and wireless Networks.• Use Apple’s self-servicing account program GSX.

Education record

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